Senior Customer Experience Analyst

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

THIS POSITION IS HYBRID, BASED IN BOSTON. OUR HYBRID SCHEDULE REQUIRES ASSOCIATES TO WORK IN OFFICE THREE DAYS A WEEK (TUESDAY, WEDNESDAY, AND THURSDAY).

JOB MISSION:

Senior Customer Experience Analyst is responsible for the implementation of New Balance's Voice of the Customer program. Primary responsibilities of this role include leading and executing comprehensive analysis of customer interactions and insights to inform business strategies and enhance the overall customer experience. This role will involve close collaboration with various departments to gather, analyze, and present customer data, identify trends, and provide actionable recommendations. The ideal candidate will have strong analytical skills, experience in call center environments, a customer-centric mindset, and the ability to translate complex data into meaningful insights.

MAJOR ACCOUNTABILITIES:

• Collect, analyze, and interpret customer data from various sources, including surveys and support interactions.

• Develop and maintain customer experience dashboards and reports to track key performance indicators (KPIs) and customer satisfaction metrics.

• Lead the Voice of the Customer program, presenting findings and recommendations to cross functional partners in a clear and concise manner.

• Provide in depth analysis, translating data into recommendations for the business

• Ensure data quality is maintained to effectively support business processes and reporting accuracy for all service KPIs/Metrics.

• Collaborate with customer care stakeholders to build reporting and dashboards in Salesforce & Qualtrics platforms.

• Lead and support customer experience improvement projects from conception through execution.

• Collaborate with cross-functional teams to implement customer-centric strategies and initiatives.

• Monitor industry trends and best practices in customer experience to ensure the organization remains competitive and innovative.

• Coordinate various data cleanup tasks which include: standardizing data, and ensuring that necessary data fields are populated within cases and contacts

• Work closely with third party on analytics, improvement and new implementations

• Ownership of Capacity and workforce analytics in collaboration with Call center Vendors

REQUIREMENTS FOR SUCCESS:

• 5+ years of experience in customer insights, data analysis, or a similar role

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field.

• Strong analytical skills with proficiency in data analysis tools such as Excel, Power BI, SQL, Tableau, or similar software.

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.